Last updated: March 2026
These terms and conditions ("Terms") govern your use of the Relay Returns and Relay Courier iOS applications and the website relayreturns.co (together, the "Service"), operated by Relay Returns ("Relay", "we", "our", "us").
By using our Service you agree to these Terms. If you do not agree, please do not use the Service.
Relay Returns connects consumers who need to return parcels with local couriers who collect and drop off those parcels at the nearest carrier drop-off point. We act as an intermediary platform — we are not a postal or courier service ourselves.
You must be at least 18 years old to use the Service. By creating an account you confirm that you meet this requirement.
You are responsible for keeping your account credentials secure. You must not share your account or allow others to access it. We may suspend or terminate accounts that breach these Terms.
When you book a collection, you agree to pay the displayed fee. Payments are processed securely by Stripe. Prices are shown inclusive of VAT where applicable.
Once a courier has been matched to your booking, cancellations may not be possible. Refund eligibility depends on the status of the booking at the time of cancellation.
If you use the Service as a courier, you agree to collect parcels promptly within the agreed time slot, handle parcels with reasonable care, and drop them off at the designated carrier location. You are responsible for ensuring you have appropriate means to transport parcels safely.
We do our best to provide a reliable service, but we do not guarantee uninterrupted access. To the fullest extent permitted by law, our liability is limited to the value of the relevant booking.
We are not liable for loss or damage to parcels once they have been handed to a carrier at the drop-off point, as the carrier's own terms apply from that point.
You must not use the Service to:
Your use of the Service is also governed by our Privacy Policy, which explains how we collect and use your data.
We may update these Terms from time to time. We will notify you of material changes via the app or email. Continued use of the Service after changes constitutes acceptance of the updated Terms.
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
If you have questions about these Terms, contact us at hello@relayreturns.co.